1). Monthly Recurring Charges [MRC]
MRCs are invoiced 30 days in advance and are due the first of the current month. Customer agrees to reimburse Promero for any actual out-of-pocket expenses incurred and pre-approved by Customer in providing any 'Supplemental Services' to Customer. All payments made to Promero must be with Check, Money Order, and Cashier's Check or by Wire Transfer and must be made in the United States in U.S. dollars drawn on a U.S. Domestic Bank. All wire transfers must be received in Promero's bank account before any Service will commence. A delay in payment or in any portion of payment due shall result in a delay in deployment and / or Service interruption.
2). Long Distance and Other Fees
Payment for all fees including Long Distance charges, one (1X) setup fees, installation fees, training fees or any other service provided in a SOW as described in Schedule A Pricing, are due upon receipt. A minimum of one month estimated long distance charges will be paid in advance. At anytime during the month, if long distances charges exceed the deposit amount, the Customer agrees to immediately bring the deposit amount equal to the anticipated one-month's charges.
3). Late Payments
Any payment not received within Thirty (30) days of Customers receipt of the invoice will accrue interest at a rate of one and one-half percent (1 ½%) per month, or the highest rate allowed by applicable law, whichever is lower. If Customer is delinquent in its payments, Promero may, upon written notice to Customer, modify the payment terms to require full payment before the provision of all Supplemental Services and Promero Supplied Equipment or require other assurances to secure Customer's payment obligations hereunder.
All fees charged by Promero for Supplemental Services are exclusive of all taxes and similar fees now in force or enacted in the future imposed on the transaction and/or the delivery of Services, all of which Customer will be responsible for and will pay in full, except for taxes based on Promero' net income.
5). Support Request
When Promero's technical support agent opens a support ticket, Customer will provide the agent a Severity Level assessment. Calculation of response time commences upon Promero receipt and understanding of Customer's service call initiating the problem until the time and day Promero's agent returns the call and begins resolution of the problem. For Severity Level One and Severity Level Two calls that do not receive a Fix within twenty-four (24) hours of the initial Company call, Customer may request a credit based on prorated payment of the monthly Service Support invoices for any and all time beginning from the period defined in Fix, and ending at the time the Performance Problem is Remedied. Upon verification by Promero of the time to remedy Severity Level One and Severity Level Two problem, Promero will issue credit prorated based on the outage period.
6). Request for Credit
Monthly Recurring Charges [MRCs] including hosted software services are billed in advance. Disputes must be received within 30 days of invoice date or charge date, whichever is later. Disputes must be made in writing by faxing to 954-935-8842 or by email to firstname.lastname@example.org . Promero policy with regards to a credit requested for service outages is described in the Standard Services Agreement, ProStar CRM Services Agreement or ProStar Chat Services agreement. System generated reports and server logs are used to determine outages, resolve disputes and issue appropriate credits.